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CASE STUDIES
Corporate
Services works with companies to document, improve, streamline
and re-engineer work flows and business processes. The results
provide our clients competitive advantage, lower cost structures
and “happier customers” due to value-added interactions.
The methods
and approaches we use are compatible with and support Six Sigma
and ITIL. .
Click here for more on
Business Process
We work
collaboratively and constructively with companies in a variety
of industries to solve related but dissimilar problems. The
following case studies are actual projects performed by
Corporate Services resources for clients:
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$ 400 Million Company -- Reduced operating
expenses by $13M, while adding 20% to prior year’s revenue.
Expense ratios were higher than the CEO desired. The CEO
wanted to be the "Easiest Company in the World to Do
Business With" and commenced the project with that vision.
This project included implementation assistance.
The
project began with detailed documentation and decomposition of
core business processes, automation and technology touch points
and customer touch points. A small, core team of consultants
worked side-by-side with client personnel to facilitate
knowledge transfer of the approach. The client also included
surveys and focus groups of key customers. Subsequent analysis
and recommendations resulted in the aforementioned financial
results, introduction of paperless processing in one line of
business – without purchase and installation of hardware or
software, modification of over 60 “business rules” that dictated
how the customer did business with the company but did not
affect financials. Project included automation of key operating
department, consolidation of operating units and automation of
key processes.
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$16
Million Company – Dramatically improved processing turn
around and cycle times and service levels while reducing
operating and administrative expenses. Improvements included
billing and collections processes. Worked with CEO and
Senior Management to align strategic plan with financial
results and core business processes. In addition to business
and technology process documentation, analysis,
recommendations and implementation, this project included
“volume based staffing” which provided management with
staffing guidelines based on incoming and outgoing volumes
and a basis to plan staff requirements based on demand.
-
$12
Million Company – Reduced shipping errors to less than 1% of
total shipments and implemented tracking mechanisms for
continuous improvement. Improved same-day shipments to 93%
from 60% with no additional staff. Reduced IT costs by over
$200K per year. Categorized customer service call types,
conducted root cause analysis resulting in same-day response
time from prior state of “non-response”.
-
$500
million company – Improved net profit by over $16.0 million
per year. Consolidated and integrated multiple company
people, processes, technology and infrastructure into one
functioning company and organization. Using process
documentation as the foundation, the project included
customer surveys to determine customer preferences and
requirements based on market areas. This project included
implementation assistance.
-
A major,
financial services company due to multiple acquisitions had
multiple processes and applications across a wide-geographic
area. Process and applications were different although they
all performed similar functions. Management’s objective was
to consolidate and integrate while reducing costs. Key
considerations included that changes could only improve
delivery and production and that changes must be transparent
to the customer. The project included detailed documentation
of applications, processes and work flows across US and
International departments. Producers and stakeholders were
extensively surveyed in order to capture their requirements.
Requirements were correlated with actual usage and current
metrics and performance measures. The joint team developed a
series of hypothesis and alternatives which were evaluated
against defined and documented criteria designed to achieve
the project objectives and success criteria, including
hard-dollar cost savings. The final recommendation resulted
in achievement of the objectives, including over $5 million
in available savings due to consolidation and increased
efficiency and effectiveness.
-
For a
national member services company worked with management and
information technology to provide the company with a common
set of metrics and measurements. The result included cost
information that enabled analysis by product, geography and
corporate cost center.
Click here for more case studies
from Corporate Services Inc
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